SWR Delay Repay Semi Hypothetical Question

packermac

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A friend who is staying with us travelled from Diss to Wareham yesterday (bargain at £99.40 off peak single). The printed itinerary said get the 1405 from Waterloo, despite the fact that I thought it would have said the 1335 (as did SWR when I filled in her delay repay) anyway she did what she was told and was of course very late due to PHBT between Wareham and Dorchester South.
I wonder when this gets processed, although I did state the arrival time for the train she was on (not the 1335) if they will pay out against that, or use their own idea of what train she caught.
The 1405 was 52 minutes late, but the 1335 over an hour which of course makes a large financial difference.
As an aside although not a particularly regular traveller she did not know DR even existed.
 
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yorkie

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What time did she depart Diss?

If they got across London quicker than the minimum interchange time, then the actual delay to the passenger is less than an hour.
 

packermac

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What time did she depart Diss?

If they got across London quicker than the minimum interchange time, then the actual delay to the passenger is less than an hour.
She departed Diss at 1118 (1 minute late) on 1P31 arriving 6 minutes late into LS at 1301. She is not very mobile ( and had a suitcase as well) so maybe would have not got to Waterloo in time for the 1335 (I probably would have made it subject to the tubes). So maybe the 1405 was the obvious service, but when I filled in the DR form for her with an 1117 departure from Diss it seemed to think she should have been on the 1335.
I believe the delay is less than an hour but did not really expect SWR to be thinking any different until filling in the form.
Out of interest where is the MIT between London stations found?
 

yorkie

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Contractually the booked arrival time would be 1627.

Yes in practice under normal circumstances, most people could easily make the earlier 1335 from Waterloo (especially if taking the Jubilee Line direct from Stratford) but for Delay Repay purposes, the calculation would still be based on comparing the actual arrival time against 1627, which is the contracted arrival time.

She was therefore 4 minutes late, based on a journey from Diss to Wareham, so no delay compensation is due.

Note: if she had held a combination of tickets, then a claim for just London to Wareham (and not claiming from Diss) would have given her 100% delay repay.
 
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Dibbo4025

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She was therefore 4 minutes late, based on a journey from Diss to Wareham, so no delay compensation is due.
My reading of this is that she was on the 1405, so 36l against the booked time and due the compensation, with the 1335 only relevant in that when claiming on SWR's website the predicted itinerary suggested travel would have been on the 1335.

Either way the delay should be calculated off the arrival time quoted when the tickets were booked ie 1627, so either no compensation if she did indeed catch the 1335 or for a 30-59 delay if she was in the 1405
 

packermac

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Contractually the booked arrival time would be 1627.

Yes in practice under normal circumstances, most people could easily make the earlier 1335 from Waterloo (especially if taking the Jubilee Line direct from Stratford) but for Delay Repay purposes, the calculation would still be based on comparing the actual arrival time against 1627, which is the contracted arrival time.

She was therefore 4 minutes late, based on a journey from Diss to Wareham, so no delay compensation is due.

Note: if she had held a combination of tickets, then a claim for just London to Wareham (and not claiming from Diss) would have given her 100% delay repay.
Which was 1703 according to RTT although my wife says it was later than that she picked her up. So 36.5 minutes late against that 1627 time which was what I originally expected before I started her claim. Not sure how you arrive a only 4 minutes late if she travelled in accordance with the itinerary given to her at Diss which told her to take 1405. Or are you saying SWR will say she should have been on the 1335 but that was due at 1548 but did not arrive until 1631 (the second of the two RTT links).

https://www.realtimetrains.co.uk/train/W31682/2019-11-01/detailed
https://www.realtimetrains.co.uk/train/W34171/2019-11-01/detailed
 

30907

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I think you have understood SWR correctly. 40 minutes LST-WAT (let alone 34) strikes me as tight. You may need to persist with them :(, but as their own journey planner gives the later connection, you should win in the end!
 

yorkie

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If the 1405 was on the itinerary, which would be correct, and she got the 1405, then it should be a simple claim on that basis.

If they don't pay out on that basis, chase them and go to the Ombudsman if needed. Unfortunately there are a lot of valid Delay Repay claims being rejected at the moment as the systems are inadequate and knowledge/ & training very thin on the ground at numerous train companies.
 

packermac

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If the 1405 was on the itinerary, which would be correct, and she got the 1405, then it should be a simple claim on that basis.

If they don't pay out on that basis, chase them and go to the Ombudsman if needed. Unfortunately there are a lot of valid Delay Repay claims being rejected at the moment as the systems are inadequate and knowledge/ & training very thin on the ground at numerous train companies.
Thanks yorkie (and all the other posters, for your help and advice).
Still she lives in Stoke so she has the delights of XC to cope with on the return as well as SWR.
On a vague thread drift anyone know why her itinerary (and the National Rail website) says change at Southampton Central rather than Bournemouth? The XC train starts at Bournemouth of course and would be likely to have a longer platform dwell time than Southampton so what drives this advice?
 
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Snow1964

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Thanks yorkie (and al the other posters, for your help and advice.
Still she lives in stock so she has the delights of XC to cope with on the return as well as SWR.
On a vague thread drift anyone know why her itinerary (and the National Rail website) says change at Southampton Central rather than Bournemouth? The XC train starts at Bournemouth of course and would be likely to have a longer platform dwell time than Southampton so what drives this advice?
There are plenty of examples where a change could be done at either station, because both call at both.
Seems to be a mix of how it is programmed (and could be related to revenue), station dwell time etc. Must be some sort of priority as examples can be found where it prefers major stations with facilities or lifts, I suspect this particular journey may also have been possible changing at Brockenhurst. Possibly Southampton would be deemed same platform (as centre platform usually used by stopping trains) but during disruption seen all platforms used Westbound (they are all fully reversible)

To avoid complicating wont bring in the possibility of one being overtaken on multi-track section, which obviously means would be missed if wrong change location used.
 

island

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Out of interest where is the MIT between London stations found?
You can get it from brtimes.com, though it's a little bit of a faff, as you need to:
1) Enter in the arrival terminal as departure station, choose Station Info, and search for trains
2) Note down the Minimum Connection Time
3) Scroll down and find the destination terminal, and note down the minimum connection time appropriate to the time of day when you will be travelling
4) Click Amend at the top
5) Enter in the departing terminal as departure station, choose Station Info, and search for trains
6) Note down the Minimum Connection Time
7) Add up the numbers you noted down in 2), 3) and 6) to get the total Minimum Connection Time for your trip.
 

island

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So in our example, Liverpool Street (15) plus transfer to Waterloo (28) plus Waterloo (15) is 58 minutes minimum connection time. With the OP's friend arriving at Liverpool Street at 1301 that means it is deemed to take until 1359 to get to Waterloo and the first departure after that (in this case, the 1405) would be used to base the contractual arrival time on.
 

packermac

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If the 1405 was on the itinerary, which would be correct, and she got the 1405, then it should be a simple claim on that basis.

If they don't pay out on that basis, chase them and go to the Ombudsman if needed. Unfortunately there are a lot of valid Delay Repay claims being rejected at the moment as the systems are inadequate and knowledge/ & training very thin on the ground at numerous train companies.
Just as an update when my wife was on the phone to her the other day I asked how much SWR paid. Apparently nothing rejected originally, which she appealed, and also rejected. She was and still is going through a separation/divorce so has abandoned it, but I wonder how many others, who travel in accordance with the itinerary just give up?
 

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